1St Line Engineer/Helpdesk 20-23K

My client of Scotland’s’ leading provider of IT and telecom services to the SME sector. They are a Microsoft Gold solutions provider and ISO 27001 – Information and Security Management certified.

They pride theirselves on their excellent customer service and believe that every company can benefit from an outsourced ICT partner who can deliver a first class service, attention to detail and industry recognised technical excellence. They are head quartered in Glasgow and service clients nationwide.

Key Responsibilities:

• Answering phones and logging tickets as per customers’ requirements
• Maintain accurate job specific administration in line with Certums processes such as job notes, asset allocation, post support tasks.
• Maintaining client documentation
• Keep current with Certums products, solutions and procedures
• Have a deep understanding of the customer and their specific IT requirements.
• Pick up support tickets and escalate when necessary
• Provide remote technical support.
• Adhere to service level agreements and meet customer expectations

Skills, Knowledge & Experience:

• At least 1-year experience working in an IT support role, ideally within a managed service provider.
• Competent in networking.
• Microsoft 365 experience.
• Fault analysis, management and prioritisation skills are required to ensure all issues are resolved based on criticality for all our customers.
• Excellent organisational and time management skills.
• Focused and driven with an attention to detail.
• Patient, adaptive to change and have strong work ethics and values.
• Excellent customer service skills. Able to interface confidently with customers.

Benefits to you:

• 20 days a year holiday plus 8 bank holidays. This rises to 25 days holiday plus 8 bank holidays after 2 years’ service.
• Membership in the company health insurance scheme after 2 years’ service.
• Company pension.
• Staff away days.
• Training, study materials and exams provided

If this role sounds interesting to you, please apply now or contact Louise Phelan on 0113 224 2121 / [email protected]

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